Work with Queues and other Call Center features

Speaking about queues, we usually mean the Call-center (CC), but the concept is rather “slippery”, for whom the Call-center is hundreds of operators, a lot of applications integrated with telephony and large screens on the walls with operational statistics. Others call a small group of agents that serves 10–20 calls per hour. The first version of the SS is expensive and custom, the second option is cheap and boxed.
We can say that the 3CX CC is made according to the second option.



So, what tasks can be solved by SS based on 3CX Phone System:
1. Build Queues
2. Provide logon-logoff agents
3. Assign Supervisor Rights for Agent Control and Statistics
4. Record the conversation
5. Show live statistics on TV on the wall
6. View archived statistics on the work of agents
7. For those who were waiting in the queue, suggest CallBack
8. Notify Supervisor about lost calls.

First you need to make a reservation that the described functionality is available only in the version of 3CX Phone System PRO Edition.
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Build Queues

For the Queue, it is necessary to determine the name, strategy of bypassing agents, a set of agents.

Available strategies
• random selection
• everyone calls
• search by priority
• by turns
• most simple
• shortest talk time
• who answered less
• three by chance
• three in priority



The same agent may belong to different Queues.

After the Queue is created, you can hang it on the external line or on the IVR.
The queue can also be prioritized, i.e. if 2 Queues are serviced by one group of agents, then first of all the calls will be distributed from the Priority and only after there will be no one left will the calls go from the rest.



Provide logon logoff agents

So that the agent can start servicing the calls, you must start logging in. This can be done in three ways.



• via 3CXPhone
• through dialing code on the machine
• through the voice menu

The agent logs in immediately to all Queues where he is registered.

Assign Supervisor Rights for Agent Control and Statistics

A supervisor can be one or several



Using the 3CX Phone, the Supervisor can
• Overhear the conversation
• Prompt the Agent
• Forcibly invade a conversation
• Log in or off the Queue agent

And also he
• View reports and listen to recordings of conversations (more than 30 reports!)
• Receives notifications of exceeding SLA in 3CX Phone and by email
• Monitors the overall status of the Queues

Record a conversation

We considered the recording separately and we will not dwell on this today.

Show live statistics on TV on the wall

Statistics in real time displays 3CX WallBoard, in fact it is an html-page (which by the way can be customized) For each of the Queues, you can open a remote WallBoard.



View agent performance statistics

Regular archive statistics, who, how and how much worked



It makes no sense to describe all the reports, a detailed description is here.
http://www.3cx.com/support/3cx-web-reports/

For waiting in the Queue to suggest CallBack

3CX provides 2 types of CallBack
1. On request - the caller can press the button himself 2. The system will pronounce the determined number and after confirming will hang up. The voice menu also offers to enter an alternative number.

2. The system will offer to call you in X seconds - the PBX, with a long wait, will offer to call you back. Scheme of action as well as on request.



Notify Supervisor about lost calls

In case of any of the events, the Supervisor will receive an email or notification in 3CX Phone.



There is also integration with CRM, out-of-the-box options and in the form of an API, but this will be discussed in another article.